I AM writing this with the hope that the saying “The customer is always right” will ring through to those in the service industry.
On July 11, I witnessed an act that would qualify as the worst customer service experience at the Grab office in Petaling Jaya.
A man had queries on how to proceed with getting his Public Service Vehicle (PSV) licence since the deadline was close.
We saw an employee at a counter leaving, presumably for her break after attending to queries about the PSV. This man approached her for assistance.
The employee said she needed to leave and that he could come back in an hour. I must admit her response was rather abrupt and discomforting.
When the man banged on her desk, she turned back and shouted in Bahasa Malaysia: “What gives you the right to bang on my desk? Do you think you’re the big man? If I come back and you’re still here, I won’t help you. Go away and die.”
The man, who was calm at this point, said: “It’s okay. I’ll just sit here.” Not long after that, a burly man walked towards the gentleman and shouted profanities and threatened to harm him.
Subsequently, the gentleman left the office, looking shaken. I followed him, introduced myself and offered to help.
We talked about working with Uber, and then Grab. We also talked about doing this as part time to supplement our income.
We sat in his car and managed to speak with a man named Hariz, who resolved our queries in record time, particularly about how to get the PSV licence, e-hailing insurance and Socso contribution. Once we were satisfied with the information provided, we parted ways.
I advised him not to view this as something Grab was all about. He, however, said it had left him with a bitter taste.
July 11 was indeed a busy time for Grab with all full-time and part-time drivers jostling at the last minute to get their tests done.
There are ways Grab management and staff could have handled this to ensure that everyone comes out satisfied:
HAVE more staff to help with customers’ queries and concerns. Make sure that all the counters are manned. Rotational shiftwork would be a good idea;
MOVE to another venue with a bigger space to accommodate the large crowd;
IF you can’t find a bigger space, organise roadshows;
RETRAIN your staff; from the frontline staff to the back-office. Attitude and discipline, as well as good work ethics is mandatory to ensure a satisfied customer; and,
REMEMBER that the customer is always right.
I hope Grab management takes this seriously to ensure this incident doesn’t happen again.